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Service Operations Leader

1 week ago

Pretoria, Gauteng, South Africa Boikago Human Capital Group Full time

We are seeking a results-driven Service Operations Leader to oversee the delivery of exceptional technical support services to our customers. As a key member of our leadership team, you will be responsible for driving business growth, improving operational efficiency, and enhancing customer satisfaction.

About the Role:

This is an exciting opportunity to lead a talented team of engineers and trainers in delivering outstanding technical support services to our customers across various regions. You will work closely with cross-functional teams to ensure seamless integration of service engineering processes, training programs, and field service actions (FSA) initiatives.

Main Responsibilities:

  • Service Engineering Process Improvement: Identify areas for improvement in service engineering processes and develop strategic plans to enhance operational efficiency.
  • Training Program Optimization: Analyze training program effectiveness and make recommendations for improvements to ensure dealers and technicians achieve required competencies.
  • FSA Project Management: Manage FSA projects from initiation to closure, ensuring timely and effective execution.
  • Cross-Functional Collaboration: Foster strong relationships with internal stakeholders, including the International Markets Group, US Training teams, and Purchased Service providers.

Key Performance Indicators:

  • Develop and implement process improvements that drive business growth and operational efficiency.
  • Evaluate training program effectiveness and recommend improvements to ensure dealer and technician competency.
  • Manage FSA projects to ensure timely and effective execution.